Manager, Customer Onboarding

Position Summary

We are seeking an experienced and dynamic Manager, Customer Onboarding to lead our high-impact Customer Onboarding team at Tipalti. This critical role is responsible for overseeing a team of Customer Onboarding Managers, driving the successful implementation and adoption of our solutions for our most strategic and high-value customers. You will play a pivotal role in ensuring our customers leverage the full power of our platform to streamline and enhance their experience. This position requires a leader who can foster operational excellence, develop consultative talent, and navigate the intricacies of high-value client relationships.

Why join Tipalti?

Tipalti is the AI-powered platform for finance automation, elevating how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. Our platform provides a comprehensive suite of finance automation solutions designed for mid-market businesses across accounts payable, global payouts, procurement, employee expenses, corporate cards, supplier management, tax compliance, and treasury. Tipalti partners with leading financial institutions such as Citi, Wells Fargo, J.P. Morgan, and Visa, enabling over 5,000 global companies to efficiently and securely pay millions of suppliers and payees across 200+ countries and territories, in 120 currencies.

At Tipalti, we pride ourselves on our collaborative culture, the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do, and keen to get the job done. Tipalti offers competitive benefits, a flexible workplace, career coaching, and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together. 

Founded in Israel in 2010, Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv, Plano, Toronto, Vancouver, London, Amsterdam, Tbilisi and Medellin.

In this role, you will be responsible for:

• Lead, mentor, and develop a team of Customer Onboarding Managers, ensuring they have the skills and resources to excel in their roles.
• Drive the successful implementation and adoption of the Tipalti solution for high-value customers, ensuring timely and effective go-lives and maximizing platform utilization.
• Develop and implement strategies to enhance customer satisfaction and product adoption, particularly for complex, strategic accounts.
• Establish and enforce clear expectations and operational standards for the onboarding process, focusing on consistency and efficiency.
• Collaborate cross-functionally with Sales, Product, and Engineering teams to ensure seamless customer transitions, address product enhancements, and advocate for customer needs.
• Identify and implement opportunities to improve forecasting accuracy and operational excellence within the onboarding lifecycle, potentially introducing more robust project management (PMO) methodologies.
• Cultivate a team environment that prioritizes consultative behavior, enabling Onboarding Managers to become trusted advisors to customers, particularly regarding global payout complexities, cross-border payments, and tax compliance.
• Oversee the management of customer relationships during onboarding, ensuring high-touch engagement and executive sponsorship where appropriate.
• Implement strategies to increase team efficiency and reduce reliance on manual processes, promoting self-service solutions for payees and streamlined internal workflows.
• Monitor team performance against key metrics, including implementation timelines, adoption rates, and customer satisfaction, utilizing data-driven insights to drive continuous improvement.
• Address and resolve complex customer challenges and escalations, acting as a point of escalation for your team.
• Contribute to the strategic development of the Tipalti Products offering by providing feedback on market needs, product gaps, and opportunities for service extension (e.g., Service Extension SOWs).
• Bring a developer-first mindset and design implementation and onboarding methodologies that drive outcomes with key stakeholders in the creator/ digital economy

About you 

• Bachelor’s degree in Business, Finance, or a related field.
• 5+ years of experience in customer onboarding, implementation, or professional services roles within a SaaS or FinTech environment. With 5+ years of experience in a leadership role, managing and developing a team of customer-facing professionals.
• Demonstrated understanding of the creator economy, global payment systems, and mass payouts space.
• Proven ability to drive successful implementations and adoption for high-value, complex enterprise clients.
• Strong operational mindset with a track record of improving processes, establishing metrics, and driving efficiency.
• Excellent communication, interpersonal, and presentation skills, with the ability to engage effectively with all levels of an organization, from technical teams to executive stakeholders.
• Experience managing distributed teams across different locations is a significant plus.
• Ability to thrive in a fast-paced, dynamic environment and adapt to evolving business needs.
• Strategic thinking with an ability to identify and capitalize on opportunities to enhance customer value and team capabilities.

Nice to Have

• Familiarity with ERP integrations and API-driven solutions.
• Prior experience in a rapid-growth company or startup environment.

Our benefits package includes: 

• Hybrid working model that requires you to be in office Monday, Tuesday, and Thursday
• Competitive salary and stock options
• Matching RRSP
• Extended benefits, Employee Assistance Program, life insurance, AD&D, LTD
• Maternity, Paternity and Fertility Treatment benefits
• 15 days of PTO
• Subsidized lunch on office days
• Fresh fruit, snacks & drinks in office
• Dog-friendly office
• Conveniently located close to transit
• Phone/internet allowance 
• Regular company-wide social events
• Multiple ERG groups celebrating our diversity and creating an inclusive culture

Anticipated base pay rate for this position: $130,000 - $145,000 CAD. Variable (commission or bonus) pay rate will be paid in addition to base salary noted above.

Tipalti’s sales teams drive global growth for our best-in-class product. Whether you are an account executive, sales development representative, or solutions consultant, you’ll be joining a team of individuals who thrive within a fast-paced, metrics- and performance-driven sales organization. Our collaborative culture ensures that our sales teams work as one to deliver on common goals, whilst being provided with the resources to learn and grow via the Tipalti Academy.

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